Training
SUCCESSFUL SELLING SKILLS
7-Stage Professional Sales Call Process; Qualities, Skills & Attitudes of Sales Champions; Defining your Competitive Edge; Prospecting, Pre-call Planning & Opening the Call; Art of Probing and Active Listening; ‘FAB+P’ Approach for Presenting & Overcoming Price Barriers; Managing Objections & Closing the Sale
CREATIVE PROBLEM SOLVING SKILLS
Six Steps for Effective Problem Solving; Asking the Right Questions – Symptoms vs Causes; Getting the Relevant Facts; Problem Definition Force-Field, Cost-Benefit, Root Cause-Analysis; Creativity, Lateral Thinking, Out-of-Box Solution; Tools for Problem Solving & Decision-making; Selecting & Implementing the Solution
LEADERSHIP ESSENTIALS
Key Responsibilities in a Changing Environment; Selecting the Right Leadership Style ; Motivating & Developing Others; Effective Communication Skills; Team Building & Conflict Resolution; Handling Performance Problems; Developing a Positive Self-Image; Influencing Team Members; Coping with Change – Personal Strategies
WIN-WIN NEGOTIATION SKILLS
Planning & Preparation for Negotiations; Using the Win/Win and Give-Get Philosophy; Speaking and Listening Skills for Negotiators; Standard Negotiation Strategies/Techniques; Countering Negative Negotiation Tactics; Handling Cultural and Personality Differences; Golden Rules for Successful Negotiation
BUILDING EFFECTIVE TEAMS
Imperatives of Team Building; Group Dynamics & Team Roles; Five Stages of Team Growth; Key Skills for Team Building; Active Listening & Questioning Skills; Concept of Synergy for Team Effectiveness; Power of Perception & Common Understanding; Effective Meetings: Success Factors; Managing Conflicts & Differences
CONFLICT MANAGEMENT
Benefits & Drawbacks of Conflicts at Work; Handling People with Different Personality Types & Receptivity Levels; Understanding & Managing your Feelings; Building Bridges vs Barriers; Preventing Blow-ups & Defusing Anger; Five Key Conflict Resolution Styles; Turning Difficult Situations Around
CUSTOMER SERVICE EXCELLENCE
Understanding Customer Expectations; Six Keys to Great Service; Elements of Service Quality; Triangle of Customer Care; Body Language & Vocal Impact; Ten Secrets of Customer Loyalty; Relationship Management Skills; Operating Complaint Handling Systems; Dealing with Angry Customers; Winning Back Lost Clients
MASTERING THE ART OF DELEGATION
Benefits of Delegation; Addressing Obstacles & Psychological Factors; Guidelines for Successful Delegation; Identifying the Tasks to Delegate; Choosing the Delegatee & Process; Defining Authority, Responsibility and Accountability; Developing People through Delegation; How to Monitor and Follow-up on the Delegated Tasks
EMOTIONAL INTELLIGENCE
Importance of Emotional Intelligence (EI) in Personal & Professional life; Five Key Dimensions of EI – Self-Awareness, Self-Management, Empathy, Motivation & Social Skills; Competencies Required to Harness EI; Tools to Manage & Master Emotions; Coping with Anger & Negative Situations
PREVENTING & REDUCING OUTSTANDINGS
Genesis of the Collection Problem; Defining your Credit Policy; Analyzing Credit Worthiness of Buyers; How/When to Draw the Line; Handling Excuses & Sticky Payment Problems; Managing Trade Credit; How to ask for your Money without Feeling Guilty; Collection Strategies/Procedures; Using MIS for Receivables Control.
PERFORMANCE APPRAISAL & FEEDBACK
Why appraise Performance; Identification of Goals/KRAs; Formulation of Targets/Objectives; Common Errors in Performance Rating/Analysis; Reinforcing and Shaping Human Behavior; Dealing with Poor or Marginal Performers; Art of Giving Feedback and Constructive Criticism; Coaching & Counseling in the Workplace.
MANAGING STRESS AT WORK
Good vs Bad Stress; Body Responses – Physical & Mental Symptoms; Assessing Stress Levels; Temperament & Personality in Handling Unfair Demands & Difficult Situations; Elements of Life-style Management; Healthy Eating Habits & Relaxation Techniques; Achieving Work-Life Balance; Golden Rules for Stress Management.
BUSINESS COMMUNICATION SKILLS
Speaking Skills – Precision and Conviction; Five Skills & Traits of Communication Champions; Power of Empathy & Common Understanding; Listening Assessment & Response Patterns; Avoiding Communication Barriers; Art of Selling your Ideas to Others; Transactional Analysis & Self-Image; Rules for Successful People Skills
CORPORATE ETIQUETTE & SOCIAL SKILLS
Basics of Business/Corporate Behavior; Dress Sense and Grooming Tips; Rapport Building & Networking skills; Art of Polite Conversation & Polished Speech; Telephone and voice-mail Etiquette; Meeting Manners and Board-Room Behavior; Business Entertaining and Table Manners; Dealing with Multi-cultural Situations
DRIVING BUSINESS GROWTH
Three Keys for a Successful Business; Creating Team Alignment. Business Competencies & Success Factors; Deciding your Objectives, Business Model; Eliminating Impediments. Building your Second Line of Leaders. Harnessing a Positive Work Culture. Holding People Responsible & Accountable for Results
HI- IMPACT PRESENTATION SKILLS
Identifying Presentation Objectives; Planning the Presentation; Organising your Ideas; Delivering your Message with Impact; Body Language & Voice Modulation; Coping with Nervousness; Developing and Using Visual Aids; Presentation Manners/Etiquette; Handling the Q&A Session; Successful Team Presentations.
INTERVIEWING SKILLS: HIRING THE BEST
Planning & Preparing for the Interview; Defining the Job Specification & Competency Indicators; Deciding your Interviewing Strategy; Starting the interview – Establishing Rapport; Interpreting Body Language & Speech Patterns; Behavioral Interviewing – Asking Questions & Evaluating Responses; Making the Decision to Hire.
SUPERVISORY EXCELLENCE
Supervision – a role perspective; How to plan & control your work; Mastering skills of two-way Communication; Obstacles to performance – How Motivation can help; Problem solving & Decision Making Approaches; Art of Conflict Resolution; Choosing the right leadership style; Giving team members feedback on performance
BUSINESS WRITING SKILLS
5C’s of Effective Written Communication; Writing Persuasively, Concisely and Clearly; Avoiding Grammatical & Syntax Errors; Guidelines for Everyday Business Letters; Matching your Writing Style to the Occasion; Professional Image Tips while Writing E-Mails; Structuring your Messages for Impact.
TIME MANAGEMENT
Setting Goals & Priorities; Auditing Your Time; Solutions to Common Time Wasters; Handling Interruptions – Phones, E-Mails, Visitors and Meetings; Fighting Procrastination; Planning & Prioritizing your work; Managing ‘Urgent’ vs ‘Important’ Tasks; Getting Things Done through Others; Achieving Work-Life Balance.
FINANCE FOR NON-FINANCE EXECUTIVES
Principles Accounting; Concept of Profit; Equity vs Debt Financing; Reading Financial Documents; Preparing a Balance Sheet & Profit- Loss Account; Working Capital Management – Managing Cash, Debtors & Inventories; Break-even Analysis & Marginal Costing; Capital Budgeting & Project Appraisal Tools
WORKING WITH ASSERTIVENESS
Assertiveness – Looking Within; Power of Ancestral Voices and Conditioning; Recognizing Aggressive & Non-assertive Behavior; Six ways of Expressing your Thoughts & Needs; Making & Accepting Requests – Establishing Limits; Broken Record, Fogging, Refocusing & Defusing Techniques; How to say ‘No’ without saying so
PROJECT MANAGEMENT
Understanding Customer Needs; Using the ‘WBS’ for Project Planning; Defining Roles for Project Team Members; Managing Project Site; Negotiating for Material & Supplies; Managing Cash-flow and Project Profitability; Minimize Project Risk; Sub-contractors: Selection and Motivation; Project Direction and Control;
INTERNAL CUSTOMER CARE
Concept of Internal Customer Care; Five Qualities of Confident & Empowered People; Treating Colleagues as Customers; Internal Attitudes & Behaviors; Creating the Internal Service Chain & Delivering Quality Down the Line; Enabling & Equipping Service Providers; Building Internal Customer Networks.